About UsHawes & Curtis is a quintessentially British heritage brand with a legacy in luxury shirting, fine tailoring, and stylish casualwear. With a strong reputation for quality and timeless design, we are proud to dress the modern gentleman and woman with impeccable craftsmanship and style.The Role A high-profile and established retailer is looking for a proactive and experienced IT Support Manager to lead our technical support operations across our retail network. The ideal candidate will bring 3+ years of experience in managing IT teams in a retail environment, with strong capabilities in budgeting, vendor management, and hands-on technical support. This role requires a thinker with excellent leadership and interpersonal skills to drive performance, service excellence.Key ResponsibilitiesLead and mentor a small team of IT support professionals across multiple retail locations.Ensure high availability and performance of retail systems including POS, inventory, and back-office platforms.Manage the IT support budget, including forecasting, cost optimisation, and reporting.Oversee vendor relationships, contracts, and service level agreements (SLAs).Provide hands-on support and troubleshooting for hardware, software, and network issues.Implement and maintain ITIL-based service management processes.Collaborate with cross-functional teams to support business initiatives and technology deployments.Monitor system health and proactively address risks and incidents.Ensure compliance with cybersecurity, data protection, and industry standards.Develop training programs and documentation to upskill team members and improve service delivery.Required Qualifications & ExperienceMinimum 3 years of experience in managing IT support teams, preferably within a retail environment.Strong background in budget management, vendor negotiations, and technical support.Proven ability to lead distributed teams and manage multi-site operations.Experience with IT service management tools (e.g., ServiceNow, Jira).Hands-on expertise in Windows, macOS, POS systems, networking, and cloud platforms (e.g., Azure).Expertise in Microsoft 365 Admin Centre, Intune, and SharePoint.ITIL certification and PRINCE2 is highly desirable.Soft Skills & Leadership TraitsStrong communication skills – able to convey technical concepts to non-technical stakeholders.Empathetic leadership – fosters a supportive and inclusive team culture.Problem-solving mindset – approaches challenges with creativity and resilience.Strategic thinking – aligns IT support with broader business goals.Adaptability – thrives in fast-paced, dynamic retail environments.Accountability – takes ownership of outcomes and drives continuous improvement.Collaboration – works effectively across departments and with external partners.Customer-centric approach – prioritizes user experience and service quality*please note this role is based 5 days in the office